An update from us on COVID-19 (Coronavirus)

Frequently Asked Questions

Stores & Services

Are stores open?

Yes, all of our stores are open from Thursday 14 May.

Our teams have been working hard to get our stores ready and safe for everyone. Check here for your opening hours at your nearest store.

Are there any changes to store operating hours?

All stores will operate at their normal hours, apart from our Queenstown store, which will open at 8am and close at 8pm. Check here for your opening hours at your nearest store.

Safety

This is how our fulfilment centre teams are staying safe:
- Regular washing of hands, including before and after each break
- Regular sanitising of hands, including every time staff enter the packing area
- Social distancing with a minimum 2-metre separation
- Use of Personal Protective Equipment (PPE) for packers and drivers
- Minimum 15-minute breaks between shifts and split breaks for all staff to ensure social distancing is adhered to
- All work areas cleaned and surfaces sanitised between shifts
- Only two entry points onto the site per shift, where anyone must use hand sanitiser on entry
- No external visitors on site

Stores offering Click & Collect will: 
- Practise safe distancing at Click & Collect touchpoints. We will also have barriers, signage and other equipment to ensure social distancing 
- Ensure surfaces are wiped down each time a transaction has been completed 
- Provide wipes and a disposal bin for wipes used by customers and team members

What distancing precautions are in place in-store?

In order to maintain social distancing, we're limiting the number of customers in store at any one time. In most stores, a safe distance of 2 metres is required, both inside the stores and in queues outside. In some stores, we're using contact tracing which means you can shop within a 1-metre distance of other customers or team members. In case we're unable to maintain this distance, our team members will use appropriate PPE.

Will I have to queue to enter the store?

You will only have to queue if the number of people in a store at any one time is above the permissible limit. This limit is different for each store based on its size and will be strictly monitored by a team member at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

What additional hygiene practices are you using in store?

Besides regular wiping down and cleaning, there are hand sanitiser stations in stores that you can use.

Aren’t you putting more team members, the public at risk?

Our stores are open in line with government guidelines for Alert Level 2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

Can I use changing rooms in store?

Yes, you can use changing rooms and we will ensure they are wiped down on a regular basis. Any clothing items that have been tried on cannot be tried by another customer for at least 24 hours.

What are your precautions for items like headphones etc?

While in Alert Level 2, you need to ask a team member for support if you would like to try certain items. You may try on wearable items such as headphones and watches. The items are sanitised by our team members after every trial.

How are self serve checkouts being kept safe?

We're only keeping every second checkout open and these will be sanitised on a regular basis throughout the day.

Why can’t I try on perfume?

As per government Alert Level 2 guidelines, we cannot keep tester bottles for you to use.

How do I know trolleys are clean?

We clean all high contact surfaces like trolleys regularly, however if you wish to do it yourself, we can provide you with paper towels and disinfectant spray.

Can I bring reuseable bags?

Yes, you can. However, you will need to pack them yourself and maintain a 2-metre distance from the team member at the checkout counter.

Will your store teams be provided with PPE gear?

Yes, our teams will be following PPE, hygiene and safe distancing processes in line with the government guidelines for Alert Level 2.

How are you protecting vulnerable team members?

Rest assured, we're following all government guidelines to ensure the safety of our vulnerable team members.

Payment

What payment types can I use?

We currently accept a range of payment methods including: 

Visa 
MasterCard 
American Express 
Warehouse Money Credit Cards 
UnionPay 
JCB 
Alipay (instore) 
ApplePay 

You can also pay using PayPal and internet banking through POLi online.

ZIP is also available with a minimum spend of $50.

What is the contactless Paywave limit?

You can do contactless Paywave payments up to $200 at our terminals. If you use ApplePay, there are no limits for contactless payments.

Can we still apply for finance?

Yes, you can apply for finance in store.

Are you offering laybys?

At this stage, we're not offering laybys but this will be reviewed shortly.

Delivery, Pickup & Returns

Are your deliveries contactless?

We’re shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot.

In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

We'll try to get your order to you as quickly as we can. Due to unusually high demand, we are currently experiencing delivery delays. Please check our delivery page for the most up-to-date information on delivery timings.

If you're a registered user, you can track your order here.

Please note: We can’t guarantee your Click & Collect order will arrive quicker than a home delivery order. If you place an order for Click & Collect, we will notify you once your order is ready for collection. For more information on Click & Collect, please click here.

IMPORTANT: To comply with government safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

Can I return a clothing item in store?

Yes, all of our returned items will be held in a non-contact area for 24 hours before being returned to shelf

Can I order over the phone?

If you aren’t able to order online, we’d love to help you with a secure phone order. 

Please call our Customer Care team on 0800 733 665 from 8am - 6pm, any day of the week to place your order. We’ll deliver to you as soon as possible.

Why have I only received some of the items in my order?

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages.

If you have received part of your order, please rest assured we are working hard on getting the rest of the items to you as quickly as possible.

What will happen to my order if it was placed before lockdown?

If you placed an order before lockdown, please go through the information below:

Delivery Order Update

If we did not manage to ship your order before our temporary closure, here’s what you can do:

1. Await delivery: We’re processing all past orders as quickly as we can so your order might already be on its way or will be soon. If you're a registered user, you can track your order here.
If you have several items in your order, they may be sent out in multiple packages, arriving separately. Thank you for being patient.

2. Cancel your order: If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

Learn more about how deliveries work during Alert Level 2 here.


Click & Collect Order Update

IMPORTANT: To comply with safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

If you were unable to collect your order before temporary closure, here’s what you can do:

1. Pick up: If you have been notified that your Click & Collect order is ready for pickup, you can head to your collection store. Please bring your order number and a valid ID. Click here to see if your store offers Click & Collect. 

2. Cancel your order: If you would like to cancel your Click & Collect order, please contact us via our online form and be sure to include your order number.

3. Contactless pickups: Our Click & Collect orders are contactless. We also have 4 locations with DriveThru pickups. Learn more about Click & Collect during Alert Level 2 here

Learn more about how Click & Collect works here.

How will queues be managed?

Our team members will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

Can I cancel my order?

If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

We're sorry but we're facing increased online demand and courier delays so please be patient. We will contact you soon. Please check our delivery page for the most up-to-date information on delivery timings. 

If you're a registered user, you can track your order here.

Has your returns policy changed?

To give you peace of mind, we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy to start from the beginning of Alert Level 2 and not the date of your purchase. Please note: Our standard Money Back Guarantee terms will apply to any products you return. 

For damaged or faulty product returns, please see our full returns policy here.

Can I return my order to my local store?

Yes, you can return your item to stores under Alert Level 2. To give you peace of mind, under COVID-19 we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy starting from the beginning of Alert Level 2 not the date of your purchase. 

For damaged or faulty product returns, please see our full returns policy here.

Can I exchange my product for another?

Yes, as long as it is still in a re-saleable condition. Please see our full returns policy here.

Contact Tracing

Do I have to sign in?

No, you don’t have to sign in.

Are you filming and recording my data?

We take your privacy seriously. When you shop with us, we may collect information from or about you, including CCTV footage and other security technologies. For details on how we handle your personal information, please see our Privacy Act.

Products & Services

Are there limits on products?

We’re anticipating high demand for certain items. To make sure all Kiwis have a fair chance of getting what they need, we’ve put some temporary limits on some items. These products can be clearly identified on their product pages.

Will I be able to get my order from store if I ordered online?

Yes, by using contactless Click & Collect. Learn more about Click & Collect here.

Will you be carrying out installations and assembly?

Yes, we can carry out assembly of products during Alert Level 2. Team members completing any assembly at your home will follow safety protocols in line with Ministry of Health guidelines and will maintain a 2-metre distance at all times.

Can I get my bike repaired?

Yes, our standard process will apply.

Will there be any restrictions on items?

Yes, there is a limit of two items per customer on gloves, hand sanitisers and face masks.

Will you take repairs/faulty items?

Yes. Please refer to our Returns Policy here

What will happen to my booking for services that I have already made?

If you made a booking for services prior to the lockdown, please contact our Customer Service team on 0800 733 665, 8am-6pm any day of the week, and we can reschedule the appointment.

What will happen to my item if I have sent it in for repair?

You will be able to pick up your item once we make sure the repair is complete.

OTHER (GENERAL)

Can I still order online?

Yes, you can still shop online and via the app, and we'll have your order delivered or ready for pickup as quickly as possible. Learn more about how deliveries and Click & Collect work.

Are your prices changing?

Our low prices are staying in place - no sales or promotions necessary.

I'm still confused, is there someone I can talk to?

If you are still unsure please contact us on 0800 422 274 Monday – Friday 8am-6pm, Weekends and Public Holidays 9am-4pm.

Click & Collect

ALL CLICK & COLLECT QUESTIONS

For any questions related to Click & Collect, please see here.